The Effect of Administrative Service Process on Customer Satisfaction in an Electrical Service Company

Abstract

Customer satisfaction is a critical indicator of service performance, particularly for companies offering technical services that require continuous administrative interaction. This study aims to analyze the administrative service process and examine its effect on customer satisfaction in an electrical service company specializing in Uninterruptible Power Supply (UPS) maintenance. A quantitative approach using a survey method was employed. The population comprised 191 UPS service customers recorded between January and May 2026, from which 66 respondents were selected using purposive sampling based on specific inclusion criteria. Data were collected via a five-point Likert scale questionnaire and analyzed using validity and reliability tests, classical assumption tests, simple linear regression, coefficient of determination (R^2), and t-test. The results indicate that administrative services were perceived positively (mean = 4.321), and customer satisfaction achieved a high average score (mean = 4.278). The regression analysis revealed a positive regression coefficient of 0.516 (t=15.098,p<0.05), while the coefficient of determination (R^2=0.781) demonstrated that administrative service processes account for 78.1% of the variance in customer satisfaction. The findings confirm that enhancing administrative reliability, responsiveness, assurance, empathy, and tangibles is essential for driving customer satisfaction and retention.